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Defense Health Care: DOD Could Improve Its Beneficiary Feedback Approaches

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Report Type Reports and Testimonies
Report Date Feb. 6, 1998
Report No. HEHS-98-51
Subject
Summary:

Eight million people are eligible to receive health care through the military's $15-billion-per-year health system. In 1993, the Defense Department (DOD) made a major change to its health care system: conversion to a managed care program known as TRICARE. Just as in the private sector, where customer feedback is a key management tool, an important measure of TRICARE's success is whether beneficiaries are satisfied. This report discusses (1) whether DOD solicits beneficiaries' feedback and, if so, how this is done (such as through surveys) and what the data show; (2) what other means are available to beneficiaries to provide feedback and what such beneficiary-initiated feedback could reveal about TRICARE's success; and (3) how DOD's approaches to obtaining feedback compare with the private sector's and whether opportunities exist to improve DOD's beneficiary feedback tracking and reporting.

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